Bill Price and David Jaffe

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Bill Price was Amazon’s first global vice president of customer service and has more than 35 years’ experience advising and directing major operations in more than 160 leading companies. David Jaffe is the founder and co-owner of LimeBridge Australia, which specializes in improving customer experience and operations within large companies. They are the co-authors of the bestseller The Best Service Is No Service, Your Customer Rules!, and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. Learn more at frictionlessorg.com.

In Search Of The Frictionless Organization

Many (or most) of the interactions customers have with companies today are filled with nerve-grating friction—which leads to share-price-sinking defection. Ending that is a win-win for shareholders and customers. Here's how to do it.
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